With our latest release we have improved the reporting available for Articles. A new section called “Search results” shows you what keywords your customers are searching for and how often, the click through rate and average number of articles returned for each keyword, and the performance of those articles. Improvements to the “Article engagement section” now show you the performance of an article over time, positive and neutral reactions in addition to negative reactions, and viewing improvements like filters and toggling between numbers or percentages.
Why was this change made?
The old version did not support exporting stats related to our new product Surveys as well as Product Tours and Series. With this new version, workspaces can export the performance of outbound messages, bots, and surveys!
What does this mean for me?
Apply tags to Answers to help organize your Resolution Bot content. New filters for tags on the Answers list also make finding specific Answers a breeze. With tags you can better manage your Answers as you scale.
We have added Ukrainian as a supported end-user language for all customers. This includes support across customer-facing experiences provided by Messenger, Articles, and Resolution Bot, making it easier for businesses and organizations to communicate with people in Ukraine.
You can now enjoy the increased flexibility and simplicity of designing emails with our new multi-column email layouts and editor improvements.
From nurture campaigns to onboarding experiences—and much more—Surveys helps you capture and automatically act on valuable customer insights.
Here’s why you will love Intercom Surveys:
Check out Surveys, or visit our help center to learn more.
*In order to use mobile surveys, ensure you are on a minimum SDK version of 12.0.0 for Android & iOS.
With Switch, it’s not just possible, but easy to move inbound call volume to messaging — built to handle support at any scale, and reduce wait times for your customers.
Why Switch?
To learn more, visit our help center, or check out Switch in Settings.
Apply tags to Articles to help organize your content. New Article filters for tags also make finding Articles a breeze. With tags you can better manage your Articles content as you scale.
A new feature in messenger settings will prevent your customers from starting a new conversation if they already have one open. This change makes conversations more of a continuous thread, preventing customers from reaching out to your team multiple times, which saves your team time and effort. This feature is available on web and mobile.
With our latest release to Articles, you can now save a draft version of a published article and view past versions of an Article. With drafts of a published article, you can make necessary updates and share them for review without needing to unpublish an Article. You can also view previous versions of an Article, who made the update, and when the update was made to help with internal change management.
To learn more, visit the Help Center.